Compare Globitel Performance Management System (PMP) vs. QEval

Globitel’s Performance Management Platform streamlines the monitoring, assessment, and evaluation of customer engagement center performance in real-time. This solution effectively consolidates and processes data from various platforms through a unified interface. Moreover, it empowers agents to track their own performance metrics while managing their incentive plans and evaluations, contributing to a reduction in operational costs and an enhancement in the center’s service efficiency. The platform collects valuable insights regarding agent performance from all integrated call center systems, including Automatic Call Distribution (ACD), Quality Monitoring System (QMS), Workforce Management (WFM), and E-Learning components, among others. Additionally, the dynamic KPI builder within the platform enables call center managers to execute a wide range of functionalities tailored to their needs, facilitating better decision-making and performance enhancement strategies. Ultimately, this innovative approach fosters a more productive environment for both agents and management alike.

Contact center QA teams evaluate 1 to 5% of calls manually. QEval eliminates that bottleneck by applying AI speech analytics and automated scoring to 100% of interactions across voice, chat, and email, using a classification engine trained on 138M+ real conversations. Capabilities span quality monitoring, compliance detection for PCI, HIPAA, and GDPR at 98% accuracy, sentiment analysis, keyword identification, agent coaching workflows, performance gamification, and predictive analytics across 110+ configurable dashboards. Quality scoring runs at 94% accuracy with zero manual intervention. Deployment takes 30 days. Industry standard is 90 to 120. No disruption to live operations. Etech Global Services built QEval from two decades of running Fortune 500 contact centers in healthcare, telecom, retail, banking, and BPO. ISO 27001, SOC 2, PCI-DSS certified. Built for QA leaders and operations teams scaling coverage without adding headcount. QEval also provides call recording management, screen capture, custom evaluation forms, calibration tools for QA consistency, root cause analysis, trend identification, and automated alert systems for compliance breaches. The voice of customer module tracks customer sentiment across touchpoints to identify service gaps and training opportunities. Real-time monitoring lets supervisors intervene during live interactions. Role-based access controls, audit trails, and data encryption ensure enterprise-grade security. QEval supports multi-site and multilingual contact center environments with centralized reporting across locations. API integrations connect QEval with existing CRM, telephony, and workforce management systems. Automated report scheduling delivers insights to stakeholders without manual effort.